Help Desk Analyst

Sinai Chicago is seeking a Help Desk Analyst to join its IT service desk on site in Chicago, IL. This role provides first-level technical support to a fast-paced healthcare workforce, addressing hardware, software, connectivity, and product-specific issues from initial intake through resolution, with real-time ticket updates. The position offers a pay rate of USD 19 per hour and is based on site.

Responsibilities

• Foster a constructive customer support experience by actively listening, solving problems, and communicating progress promptly, maintaining a consistently professional demeanor and ensuring timely resolution or escalation as needed.
• Demonstrate reliability as a collaborative team member, treating colleagues with respect and consideration.
• Manage first-contact incident handling for hardware and software issues affecting laptops, mobile devices, and peripherals; perform initial identification, diagnosis, troubleshooting, tracking, and escalation, and fulfill requests for new setups, software installs, permissions, configurations before routing to leads or other resolver groups.
• Log issues accurately to support incident and problem management, and oversee the ticket lifecycle with follow-up communications and status updates aligned to current SLAs.
• Strive to resolve issues within the Help Desk remit prior to escalation.
• Perform remedial actions using took kits to correct problems, drawing on knowledge of operating systems, software, viruses and malware.

Requirements

• Strong attention to detail
• Personable and effective in communication
• Comfortable collaborating with healthcare staff at all levels
• Quick learner with the ability to pick up new concepts rapidly
• Skilled at handling multiple priorities simultaneously

Summary

The Service Desk Analyst provides frontline technical support for incidents and requests submitted to the IT service desk. Responsibilities include initial assessment, triage, investigation, and resolution of first-level cases, typically involving the use of application software products or infrastructure components. The role emphasizes customer satisfaction by delivering support via telephone, email, or in-person for hardware, software, connectivity, and product-specific incidents or requests in a fast-paced environment.